French Customer Service coordinator
French Customer Service coordinator will be responsible for delivering customer service excellence to the Western Europe Customers (Circa 7000 Accounts). Also, deliver service excellence to the Sales Organisation (Circa 60 Account Managers in 3 countries) and other functions. Managing order flow from initial placement to delivery resolving any queries that arise.
Part of a global group this leading Retail and Wholesale business based in Milton Keynes is in an exciting phase of growth. A company who are at the premium end of the market and are passionate about their products and market offering. A company who truly believe in all their staff going on a journey with them and therefore rewarding them accordingly not only with great salary, bonuses and package but a great fun place to work where you are encouraged to develop professionally and personally
French Customer Service coordinator job summary
- Provide customer services support to customers in multiple channels, using multiple price lists and currencies
- Answer customer and Consumer calls within required company response time
- Place all orders from internal and external customers onto the oracle system accurately
- Process orders received through I-store with agreed timings
- Assist specified account managers within their sales role by contacting daily to ensure they are fully supported
- Place returning products/orders onto system ensuring entered with correct pricing
- Up-sell all products and promotions to clients
- Liaise with the Marketing team to have fully understanding of the monthly promotional activity
- Liaise with the US IT team on monthly basis to check promotional activity is set up in good time
- Check availability on each order and advise account manager of any out of stock items on orders placed
- Provide telesales cover for vacant territories or Account Manager Holiday
- Liaise with Couriers to determine ETA's and react to daily exception reports from couriers to ensure all deliveries made as soon as is possible for every customer
- Manage early notification of issues to the teams.
- Resolve all customer queries, external and internal, investigating and liaising with other departments to ensure all are resolved swiftly and accurately
- Liaise with couriers, account managers and related teams within the office to ensure all queries are logged and closed using the query log system.
- Responsible for ensuring reports are available and advised to all departments using the query logging system
- To answer customer contact query calls within required company response time
- Meet set KPI's to successfully reach bonus through commission structure - ensuring queries are closed and conclusions met.
- Report any queries needing to be escalated to management
- Following set procedure for any items/orders returning into warehouse, ensuring all teams complete all set tasks within required timeframe
- To complete the order summery report (OSR) discussing and analysing the orders ensuring early notification of issues to the teams
- To work as a team at all times by supporting and assisting any team member when necessary
French Customer Service coordinator key requirements;
- Fluent in both spoken and written French and English
- Experience in Customer Services or Query Management
- Personable and passionate character happy communicating daily on the phone
Market leading package and salary along with an great culture and atmosphere